How We Reinvented The Telephone System

11th October 2018 by jude

How do you use your office telephone?

Like most other businesses, it’s sits at your desk and is used for answering calls and redirecting from one person to another, right? But is there any other way to use it?

We thought so. We wanted to integrate dynamic software into the traditional telephone to create a user-friendly system that completely disrupted the telecommunications market and how businesses used their phones.

We had two core goals that would be delivered through The Power of Simple:

  • Improve Business Efficiency
  • Improve Customer Experience

How did we go about this?

To improve the complete UX for both admin and end users, we first had to take a look at where businesses felt it was failing them.

Where was it going wrong?

Simple changes were complex

The reliance on engineers for simple system updates such as opening hours or voice messages made routine updates restrictive and costly. Businesses had little control over phone system functions and little insight into the processes behind updating them.

Call data was difficult to understand

We wanted businesses, large and small, to have the capability to both capture and call data and use the call patterns to improve how their business operated. We wanted to enable call record visualisation to allow for instant and accessible data insights.

Poor user experience

A desk phone is pretty unremarkable object which leaves you glued to your desk, right? We wanted to change this. Our ambition was to create a more personalised and mobile system that allowed for greater flexibility in out of office working, with more efficient call management.

Lack of connection

A poor broadband connection can have huge implications when running a cloud-based phone system. We wanted to provide users with real time, easy to understand statistics on how their network is performing to ensure excellent call quality.

So just how did we build a better phone system?

A common user issue was just how complex the call systems were – we needed to find a way to simply them. The answer?

Visualisation

When a call rang through, we wanted to visualise and map it’s route through the phone system – to better understand how the call was being managed and how it could be managed better. To achieve this we used organisational charts, which mapped a call journey through a hierarchical diagram from ringing to the required destination.

When you make a call, it goes to a ring group

cheap voip byphone nodes on the call flow

We gave each of these call groups identifying properties, such as failure to travel to the next ring group or going to a voicemail.  We also created templates to apply to these call flows

Things got a bit trickier when we encountered more complex systems with multiple numbers…

Hitting the technological wall

The more complex phone system functions were controlled by ring groups. They were properties of ring groups. To edit what would happen to a call flow you had to edit the ring group. This created the obvious problem of routing calls to non ring groups, such as announcements, time conditions, group voicemails.

For one of our customer’s that had 600 numbers, that would have required programming 600 organisational charts – this was simply too resource intensive and caused mass amounts of duplication. But how else could we attach a new announcement to a number?

The core problem was that each operation in a system needed to be independent of each other, opposed to attached to a ring group. We needed to be able to route ten numbers into a single announcement.

What was the solution?

In short – maths.

That’s when we turned to graph theory, a branch of mathematics that is used in networks, based on Eulers famous seven bridges of Koinsberg.

By substituting nodes (landmasses in Eulers original work) and links (as bridges) with functions on a phone system (nodes) and connections between these functions (bridges) we were able to adapt drag and drop technologies to control a phone system.

How does this translate to a better user experience?

Byphone was built around three groups of individuals in mind: the admins, managers and users. We wanted to provide a revolutionary user experience to these business telephone users, allowing them to visualise both how their calls are routed and the call patterns they were receiving.

The result?

Byphone systems enable changes to be made easily, providing a visual way to understand data, which giving end users full control over their phone system from anywhere in the world. All in a few clicks.

We provide an excellent user experience by empowering all levels of staff to carry out their job more easily, and more efficiently – which improves your performance as a business. Byphone provides users with easy to navigate software linking with their business telephone, while visualising key insights to help them improve their business. Once they have these insights, users can execute changes easily by using the user friendly drag and drop technology. 

Want to find out how Byphone could revolutionise your call system? Find out more here.

 

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